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Even though the old adage that the customer’s always right may be dying, the idea of making customers feel right — even when they’re wrong — is still a powerful selling tool.

Avoid blame statements

Blame statements rob customers of their motivation to be your customer and put them on the defense.

Examples of blame statements include:

You’re wrong. That’s not how you should do it.

Why didn’t you use it the way I explained?

That is not what you asked for.

Top salespeople focus on the positive by using questions to gracefully correct customers without making them feel wrong. The following questions allow you to respect the customer’s viewpoint and create a new opening for a positive result: